Shipping Policy

Last Updated: 28 March 2026

1. Scope and Definitions

  1. This Policy governs all delivery processes for products purchased through the official RAJASUSU website (rajasusu.com), application, and official marketplaces.
  2. "Buyer" means the party placing an order through the Company.
  3. "Recipient" means the party designated as the delivery recipient.
  4. "Goods" means products sold through the Company's system, including infant formula, diapers, baby food and beverages, and baby supplies.
  5. "Courier" means the delivery service provider, including:
    1. RAJASUSU internal courier for certain local deliveries;
    2. GoSend (Gojek instant delivery service);
    3. JNE (Jalur Nugraha Ekakurir) for regular and express deliveries.
  6. "Business Day" means Monday through Friday, excluding Sundays and Indonesian national holidays.
  7. Other terms used in this Policy follow standard Indonesian e-commerce practices.

2. Order Processing

  1. Orders will be processed after payment has been confirmed as fully paid.
  2. Standard order processing takes 1–3 business days, unless otherwise stated on the product page.
  3. Orders placed outside operating hours (09:00–17:00 WIB) or on holidays will be processed on the next business day.
  4. The Company reserves the right to delay or refuse shipment if:
    1. Stock is unavailable;
    2. The Buyer's address information is incomplete or incorrect;
    3. A force majeure event occurs (natural disasters, transportation disruptions, or other emergencies).

3. Shipping Methods & Estimated Delivery Time

Courier Service Service Area Estimated Time Notes
RAJASUSU Internal Courier Standard Delivery Jabodetabek, Bandung, Surabaya 1 business day Delivery scheduled based on internal routes
GoSend Instant / Same Day Gojek coverage area 2–6 hours Only for selected products. Tracking via Gojek app
JNE REG (Regular) Nationwide Indonesia 2–7 business days Delivery depends on distance and destination
YES (Yakin Esok Sampai) JNE coverage area 1 business day Express service with additional cost

Note: Delivery estimates are indicative and may change due to weather conditions, traffic congestion, national holidays, or courier technical issues.

4. Shipping Fees

  1. Shipping fees are calculated based on:
    1. Weight and dimensions of the Goods;
    2. Delivery distance / destination area;
    3. Courier service selected by the Buyer.
  2. Shipping costs will be displayed transparently before the Buyer completes payment.
  3. Shipping fees are final and cannot be combined with other promotions unless explicitly stated.

5. Shipping Address & Data Responsibility

  1. The Buyer must provide the recipient's name, complete address, phone/WhatsApp number, and postal code.
  2. If the address is incomplete, incorrect, or inaccessible, the Company shall not be responsible for delays or additional costs resulting from address revisions.
  3. The Company may refuse orders if the address is considered fictitious or invalid.

6. Handling of Goods

  1. Goods are packaged according to safety standards appropriate to the type of product, especially perishable items or infant formula products.
  2. Broken or damaged goods due to internal packaging will be handled in accordance with RAJASUSU return procedures.
  3. Damage occurring during shipment by third-party couriers (JNE/GoSend) is the responsibility of the courier in accordance with their respective policies.

7. Courier Responsibility & Claims

  1. Third-party couriers (GoSend/JNE) have their own terms and service conditions.
  2. For damage or loss during shipment:
    1. The Buyer may submit a claim through the Company;
    2. The Company will facilitate communication with the courier for claim processing based on evidence and applicable procedures.
  3. The Company shall not be responsible for delays beyond its control, such as natural disasters, severe traffic congestion, strikes, or other force majeure events.

8. Tracking & Notifications

  1. Each order will be provided with a tracking number to monitor shipment status.
  2. The Buyer will receive notifications via email and/or WhatsApp regarding shipment status.
  3. Tracking updates may also be checked directly through the courier's website or application (GoSend/JNE).

9. Returns & Order Cancellation

  1. Return provisions are governed under the RAJASUSU Return & Refund Policy.
  2. Order cancellations before shipment may be processed with a refund according to the payment method used.
  3. Returns not caused by Company error may be subject to return shipping fees.
  4. Returned Goods must be in original condition, complete, and comply with return requirements for refunds to be processed.

10. Special Delivery Procedure (Internal Courier)

  1. Deliveries using RAJASUSU internal couriers follow daily schedules and predetermined routes.
  2. The Buyer will be informed of the estimated delivery time at least one day in advance via WhatsApp or email.
  3. If the Recipient is unavailable at the time of delivery, the courier will contact the Buyer. Redelivery may incur additional charges if necessary.

11. Policy Changes

We may update this Shipping Policy from time to time to reflect changes in business practices or legal obligations. Updates will be published on the website with the latest revision date.

12. Governing Law

  1. All shipping activities and provisions in this Policy are governed by the laws of the Republic of Indonesia.
  2. Any disputes shall be resolved amicably through mutual discussion or through legal proceedings in accordance with applicable laws.